VaultMTD
This policy sets out our refund and cancellation terms for VaultMTD subscription plans. It is written in plain English so you know exactly where you stand, and it is anchored on the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (often called the "Consumer Contracts Regulations 2013" or "CCR 2013") and the Consumer Rights Act 2015.
New accounts receive a 30-day free trial with full feature access for evaluation. The trial:
You can cancel at any time from Settings → Billing → Manage Subscription, or by emailing support@vaultmtd.uk from your registered email address.
Under the Consumer Contracts Regulations 2013, if you are a UK consumer and you have just signed up to a paid plan for the first time, you have a 14-day cancellation right from the date your first paid period starts. During this window you can cancel for any reason and request a full refund of that first period, subject only to the limit in section 4 below.
To exercise the cooling-off right, email support@vaultmtd.uk from your registered email address before the 14 days expire. Refunds are processed to your original payment method (see section 6).
Under regulation 37(1) of the Consumer Contracts Regulations 2013, a consumer loses the 14-day cancellation right for a digital service if they have expressly consented to the service starting before the cancellation period ends, AND acknowledged that doing so means the right is lost.
The whole purpose of VaultMTD is to send tax data to HMRC on your behalf. The moment you actually use VaultMTD to do that, the service has been consumed for the current billing period. Specifically, the following actions consume the 14-day refund right for the current billing period:
“I understand that submitting this to HMRC cannot be
undone. By submitting I waive my 14-day refund right for the
current billing period (UK Consumer Contracts Regulations 2013,
reg. 37). I confirm the data is correct and authorise VaultMTD
to send it to HMRC.”
You tick the acknowledgement box and click Confirm and submit
to HMRC. We record the exact wording you ticked, the time, your
IP address, and the HMRC reference returned for the submission.
Actions that do NOT consume the refund right include preparing a draft return, importing or categorising bank transactions, running internal reports, or any other use that does not result in data being sent to HMRC.
An HMRC submission is a final, statutorily-significant action. Once we have sent your data to HMRC on your behalf you cannot ask us to un-send it — HMRC has it, the legal record exists, and we have done exactly the work you paid us to do. Refunding the period in which that work was performed would effectively mean you received a free HMRC submission, which would be unfair to every customer who pays the same fair price for the same service.
Section 4 above is the legally documented way of saying this. It is the same model used by every UK-regulated digital service that performs an irreversible act on your behalf.
You can cancel in two ways:
Approved refunds are processed to the original payment method via Stripe within 5–10 business days depending on your card issuer or bank.
Even where the strict rules above would deny a refund, VaultMTD reserves the right to refund at its discretion in exceptional circumstances — for example a significant service outage on our side that prevented you from using the platform, a genuine billing error, or a submission that failed because of a defect in VaultMTD itself. If you think one of these applies, please email support@vaultmtd.uk with the details and we will look at it fairly.
We would much rather solve a problem by email than receive a card chargeback from your bank. If something has gone wrong, please email support@vaultmtd.uk first.
Where a chargeback is raised after a successful HMRC submission has been made through VaultMTD, we will defend the dispute by producing the consent record (the exact wording you ticked, the timestamp, the IP address) and the HMRC correlation ID that confirms the submission was accepted. Persistent unpaid chargebacks may be referred to credit reference agencies.